On a more general note, what
@DomB_Fanatec and Mr. Gerlach must realize is that we sim enthusiasts are not idiots, and we don't make complaints where no problem exists just to hear our lips flap. When you insist on "video evidence", you must realize that our perception is that you are either calling us liars or trying to wear us down with excessive requirements, hoping we'll just give up.
So we provide your videos and perform your tests, with the logical expectation that you will provide a solution. But what you know (and we don't) is that there is in your mind only one solution: Send the unit back for warranty repair. In fact, I challenge you to provide an example of a problem that was solved by you watching a video...
@dud is probably correct; when customers have to deal with an RMA on a brand new product they are probably done with your company. But I also think that
@Jeremy Ford grossly underestimates the impact of a dissatisfied customer on a company such as Fanatec. This thread already has over 1,000 views, and several have expressed their thanks to me privately for warning them about your policies. They won't be buying Fanatec.
Being a business owner myself, I've learned not to underestimate the power of negative press. My goal is to not just
appease the complaining customer, I want them to be satisfied beyond all expectations. This policy has served me well for many years, and my credo has always been that in a good business deal, both seller and buyer are thrilled. There is a faction (probably less that 1%) of customers who are simply jerks and can't be satisfied, but these are known to their peers as untrustworthy and thus have little impact. But the majority simply want satisfaction, and it's easy to do - ask them what would satisfy them, then give it to them. You'll find that most customer's expectations are not unrealistic.
I'll use myself and my current situation as an example. I've been simracing for years using nothing but a desk and a PC/Logitech wheel/pedal setup, but now being retired I decided to get more serious. I researched extensively, and decided to use a Next Level GT Track cockpit with V3 Motion seat, triple AOC 32" monitors, Volair Sim monitor mount, Cyberpower computer, Klipsch 5.1 speakers, Yamaha amp, and Fanatec controls.
So far I've spent over $9000 on my rig, and my single largest expenditure was with Fanatec. My purchases with them included the DD1 wheelbase, ClubSport shifter, V3 Inverted pedals, Porsche 918 and Formula V2 wheels, and kill switch, totaling $2947.45.
My friends were impressed with my choice of controls, and I was proud to see "Fanatec" boldly emblazened on each item. Controls are the heart of a sim rig, our connection to the virtual world, and I was sure I'd chosen wisely.
Assembly and setup went smoothly. I'm an accomplished mechanic and PC tech, and I encountered only three difficulties. The first was hurting my back attempting to drag the GT Track cockpit into the house. This was my own stupidity, and was cured by a visit to the chiropractor and liberal applications of ice and Tylenol.
The second problem was with the Volair Sim monitor mount; two of the VESA mount brackets were mangled in shipping. I emailed pictures to Volair; they immediately called me and had replacements in my hands within three days with no questions asked.
The third problem is the topic of this thread. With the rig assembled and everything presumably working, I lauched Assetto Corsa and ventured out onto Monza in the Abarth S95 SS. I figured this would be a wonderful test of my new controls, and was pleased with the realism of having a proper clutch and shifter available.
All went well until, after about a half hour of fun, the damage center reported that I'd trashed the transmission. Being no stranger to a manual and having much experience in autocross, I found this strange. I assumed the issue was with Assetto's realism, but eventually discovered that my clutch was disengaging in the first half of travel, then slamming back to full engagement at the bottom.
Assuming problems with calibration, I reset limits in the Fanatec device manager, wheel base, and Assetto. This gave no improvement, and since I already had friends itching to try the rig out I set it up with the Formula wheel and auto clutch.
Meanwhile, I contacted Fanatec support, with confident expectations that they would simply replace the pedals. Imagine my surprise when they insisted on a video (of what?), then went on to give cryptic troubleshooting instructions that must be performed before they could respond. In the interim the clutch failed altogether, the brake started creeping up incessantly, and both rumble motors failed. I jumped through their hoops with extensive descriptions of my efforts and more videos, only to find that they had no intention of replacing the unit from the start!
This brings us up to date, and the footnote is this: Where Fanatec could have had a thrilled customer, they chose instead to run me around in circles. The worst possible outcome of them sending me an immediate replacement would have been for me to blow them off and refuse to return the original, and that seems to be their fear. That's not something I would ever do, but I suppose they don't know me and prefer to expect the worst.
But even in this worst-case scenario, they would have been out probably $300. As it is, if a single person chooses against Fanatec because of this incident, they'll be out a lot more than that. And I'm confident that there will be a lot more than one!
So bottom line, poor customer service hurts everyone, seller and buyer alike. While the bean-counters at Fanatec may be celebrating their high profit margins for now, I can assure them that if they continue in this direction, it won't be long before other manufacturers eat their lunch.
We simracers are a passionate bunch, and we share. Two weeks ago I was proud that my rig was all-Fanatec, now I'm disgusted every time I see it and dread the day when the rest of the components fail.
But here's the bright side: That's not going to happen, to me at least. In a month or two I'll have installed Heusinkveld pedals and other components yet to be selected, and sold ALL my Fanatec stuff. And yes, I'll warn potential buyers, because that's the kind of businessman I am.
